Thavanesan Chandran

Handling Tickets and Escalation in ServiceNow

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Ensures users are provided efficient and timely first and second level support, network operations, major incident management and server monitoring management on a 24x7 basis.
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Respond to all customer incidents, logged service requests, emails, chat and event monitoring alerts.
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Provides support for administrative tasks and projects relative to the Desktop, User provisioning, Wide Area Network, Local Area Network and Telephony functions.
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Ensures all Network alerts monitored, level 1 troubleshooting is performed and timely escalation to internal or external resolver groups is initiated.
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Ensures all Server alerts monitored, level 1 troubleshooting is performed and timely escalation to internal or external resolver groups is initiated.
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Ensures a central source of information is maintained, enabling other Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
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Support major incident process for all Priority 1 & 2 incidents.
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Invokes problem escalation procedures to coordinate recovery.
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Assists the service desk Supervisor in efforts to improve the overall customer support of the Service Desk, Major Incident Management, Network Operations Centre, and Server Monitoring alerts.
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Contributes to departmental productivity and development objectives by participating in training programs.
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Projects a positive attitude and provides learning incentives.
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Accurately communicates pertinent information. Assists in the development and Implementation of quality improvement programs for assigned department(s)
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Solves problems and makes decisions daily relative to the Service Desk, Major Incident Management, Network Operations and Server Monitoring responsibilities.
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Maintain user's data at the highest sensitive level.
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Ensures all contact with users of technology, employs a high degree of tact and diplomacy to promote a positive image of the department.
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Maintains competency and enhances professional growth and development through continuing education and conferences.

• Handling Ticket in ServiceNow

provide technical support to users.
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support and resolve network, hardware, and software issues with computers.
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We also perform technical maintenance and software installations and updates.
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Identify and diagnose issues and problems.

Help customers with complaints and questions.
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give customers information about products and services.
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take orders, and process returns.
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By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.

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Responsible to monitor sta 's performance.
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Managing budgets, hiring, and training duties include defining sales targets.
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Work with senior department or location managers

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Assist new agents by conducting more training and coaching the product and process of escalation.
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Perform technical support to Singapore residential customer Singtel Company.
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Resolve customers IT Technical issue for SingTel customer for
Singapore (residential customers) - house broadband, wireless's, value added services (VAS).
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Identify customer issues and assist customer basic troubleshooting of broadband.
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Follow up with customers and resolve regarding broadband connection issue (utc, uts, fdc) for wire connection and wireless connection.
Technical
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Assist customers do configure and troubleshooting for email account of client email for Sing Tel broadband users.